How to change your home care provider

If your current home care no longer fits, you can change providers. Under Support at Home, the government's in-home aged care program, you can switch at any time and for any reason.

This guide covers your rights, the steps for changing aged care providers, and how to keep your support going during the move. If you had a Home Care Package, you now receive Support at Home, and the same steps apply.

Common reasons to change providers

You don't need a reason to switch, but these are some of the most common.

• Needing services your current provider doesn't offer

• Moving to a different area

• Wanting clearer communication about your care and budget

• Comparing prices and finding better value for your budget

• Preferring support in your own language or culture

Your rights when changing aged care providers

According to My Aged Care, your current provider must support you in the move. You can't be charged for changing providers.

Your funding moves with you, including any unspent funds for ongoing services. Did you move across from a Home Care Package? The government-held portion of your unspent funds is available to your new provider straight away. The Department of Health, Disability and Ageing sets out how this works.

There's one timing rule to know. If you go a full year (four quarters in a row) without a new service agreement after your last service, you'll lose your ongoing funding.

Steps to change your home care provider

Find your new provider before you agree on an end date with your current one. This helps you avoid a gap in your support.

1. Check your current service agreement for any notice period or conditions.

2. Search for providers with the Find a provider tool, or call My Aged Care on 1800 200 422.

3. Meet a few providers and check they can deliver your services within your budget.

4. Tell your current provider you're changing, and who your new provider is.

5. Agree on an end date with your current provider.

6. Sign a service agreement with your new provider, starting on or after that end date.

7. Work with your new provider on your care plan and budget.

My Aged Care suggests making the end date with your old provider the same day you start with your new one. This can help avoid any break in your services.

What happens behind the scenes

Once you've agreed on an end date, both providers have jobs to do. You don't need to manage these yourself, but it helps to know what to expect.

• Your current provider keeps delivering services under your care plan until the end date

• They tell Services Australia within 28 days of the end date

• They share your remaining budget details with your new provider within 28 days

• Your new provider can ask for copies of records, such as care notes

If you use the Assistive Technology and Home Modifications (AT-HM) scheme, both providers should work together so items being sourced for you continue smoothly.

Questions to ask a new provider

The right questions help you compare providers on what matters to you.

• What do you charge for care management and each service I use?

• Who will coordinate my care, and how will they keep in touch?

• Can you deliver every service I'm approved for, including short-term programs like the Restorative Care Pathway?

• Can you support me in my preferred language?

• How will you manage the changeover so my support continues?

Every Support at Home provider must publish its full price list online, so you can compare before you decide.

If you'd like to raise a concern first

Sometimes a problem can be fixed without changing providers. You have the right to raise a concern, and doing so won't affect your support.

Talk to your provider first. If that doesn't resolve it, you can contact the Aged Care Quality and Safety Commission. The Older Persons Advocacy Network also offers free, independent advocacy on 1800 700 600.

Ready to change providers?

At HomeCaring, we'll help you switch with minimal disruption. Changing is easier than you think, and we'll handle the details.

Tell us what isn't working now, and we'll talk you through what we can offer. We'll keep you updated at every step. Reach out to our Care Specialists on 1300 875 377.